Health Service Design

Using theory of change and program logic to develop service models that facilitate access and improve service quality.

Overview

Health Service Design is a person-centered approach to designing and delivering healthcare services. It focuses on enabling access, improving the patient experience, enhancing the efficiency of healthcare systems, and improving health outcomes. Service design ensures that services are well-planned, efficient, and effective in meeting the needs of the target population.

HealthQ’s approach to the service design includes the development of a program logic (to visualise the causal chain between the inputs, activities, and outcomes), stakeholder consultation, as well as service and provider network mapping. Considering service coordination and the interconnectedness of different components within the healthcare system is a critical component of effective service design.

Benefits

Supports seamless and empathetic patient journeys
Expands access to healthcare services, especially for vulnerable populations
Creates more effective, and patient-centered healthcare systems
Provides a framework for evaluation

Engaged & Compassionate

We build authentic partnerships through listening and collaboration, meeting the needs of our clients and the communities we serve.

Our compassion is balanced with a commitment to broader outcomes that benefit the wider population and program beneficiaries.

Approach

Define Service Objectives

Establish service objectives, reach, target cohorts and intended outcomes.

Research & Analysis

Consultation, data analysis and review of the literature. Understand service environment and co-design program logic.

Service Documentation

Develop program operational documents, referral pathways, reporting requirements and methods.

Does service design include the identification of key performance indicators?

Yes, service design often includes the identification of key performance indicators (KPIs). KPIs are crucial for measuring the success and impact of a service. HealthQ would typically develop a performance management framework for this purpose, and work with your team to ensure data to support the measures can be collected and measures reported.

What is your approach to developing the program logic?

We feel, after our initial research and consultation, that program logic is best developed by backcasting in a workshop setting. With the right workshop attendees, backcasting involves stakeholders in envisioning the future, fostering a sense of ownership and commitment to the program's success. This collaboration leads to better buy-in and support.

What else does HealthQ do?

While evaluation, health needs assessment and service planning, feasibility reviews and NDIS services (strategy, compliance) are core services, we have also supported our clients with service design, tender preparation and funding applications, strategic planning, and business case development.

Are your team able to travel to regional and remote locations are part of project delivery?

Yes. We love meeting the communities that the services and/or programs are delivered to. We have found that the views of local health service customers and local connected health services are best collected in person, face to face, and are critical to evaluation outcomes.

Healthcare and NDIS stakeholders interacting during consulting session

Free Resource

Effective ways to select, invite and engage with your stakeholders

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Taking action on reconciliation is important to us. We work with Aboriginal and Torres Strait Islander peoples and Aboriginal and Torres Strait Islander organisations to improve health and wellbeing outcomes.

In our work we have visited the lands of the following Aboriginal and Torres Strait Islander peoples to listen and support equitable better health outcomes:

Kaurna, Nukunu, Nawu, Banggarla, Buandig, Kuyani, Wirangu, Ngarrindjeri, Nuenonne, Kokatha, Andyamathanha, Arabana, Antakarinja, Woiworung, Wajuk, Gadigal, Wiradjuri, Wathaurong, Yuggera

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